Ambience Healthcare - Clinician Support Specialist (Contract)
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Requirements
• 2+ years of experience in customer support, technical support, or a comparable role — ideally within healthcare or SaaS • Other contracting positions to be disclosed to Ambience during the candidate screening process. • Demonstrated ability to troubleshoot complex, multi-factor technical issues and communicate resolutions clearly • Strong written and verbal communication skills with a clinician-first, empathetic approach • Experience building knowledge resources, streamlining workflows, and driving continuous improvement • Comfort working across cross-functional teams and escalating trends effectively • Availability for the 1:00 PM – 9:00 PM EST shift and one overnight on-call rotation per week, including potential weekend coverage
Responsibilities
• Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels • Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed • Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement • Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom • Respond to PagerDuty alerts and on-call escalations per team protocols • Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics • Participate in team meetings, 1:1s, and cross-functional syncs
Benefits
• $36.06 – $50.48/hr (equivalent to $75,000 – $105,000 annualized at 40 hrs/week). Ambience takes an individualized approach to compensation, candidates outside the posted range are encouraged to apply. • Life at Ambience • Life at Ambience • Working at Ambience means opting into a high-ownership, high-trust environment built for people who want to grow fast, operate decisively and focus on work that matters. This could be the right place for you if you want to • Work on mission-critical AI technology that directly improves clinicians’ day-to-day lives and health system financial health across some of the most complex, high-stakes workflows in the world. • Operate with real ownership and accountability in an environment where there are no bystanders: If something is broken, we fix it! You will have meaningful autonomy and be expected to drive work to completion. • To help you do your best work, we pair these expectations with benefits intentionally designed to help you feel supported and safe at Ambience and beyond. Some of our key benefits include • Comprehensive medical, dental, and vision coverage for you and your dependents • 401(k) with a company match of up to 3% of base salary • A remote-friendly culture (with a San Francisco HQ) and full equipment provisioning to ensure you can work effectively from wherever you’re based. • Parental leave to support your family needs • Annual company-wide off-sites, team off-sites and regular team lunches and all-hands gatherings, with travel, lodging and meals covered • Flexible time off with no annual cap, company-wide holidays and an annual holiday shutdown from December 24–January 1 designed to support real rest and long-term sustainability.
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